Product: Dynamics 365 Customer Service
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
Use the modern rich text editor in Dynamics 365 Customer Service
The modern rich text editor is now our advanced editor for an end-to-end enhanced authoring experience. As part of this advancement, we are phasing out the current rich text editor and integrating its capabilities into the modern rich text editor.
2024 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform now available
On July 16, 2024, we published the 2024 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform.
Microsoft Dynamics 365 Contact Center is now generally available
Today, we are excited to announce that Dynamics 365 Contact Center is generally available, offering a complete but fully-composable solution for contact centers.
Use expanded Copilot for Service capabilities in your CRM
On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice.
Transition from unified routing diagnostics to Azure Application Insights
As of May 9, 2024, we are phasing out unified routing diagnostics and integrating its capabilities into Azure Application Insights.
Announcing Dynamics 365 Contact Center – a Copilot-first cloud contact center to transform service experiences
Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers generative AI to every customer engagement channel.
Try skill-based agent search in Dynamics 365 Customer Service
We’re excited to announce skill-based agent search, designed to enhance agent collaboration and improve agent efficiency within Dynamics 365 Customer Service.
Empower agents to draft case-based knowledge articles with Copilot
Agents can use Copilot to generate a knowledge draft based on case data including case descriptions, email exchanges, summaries, and agent notes.
Extend Copilot capabilities with plugins
Introducing prompt plugins, enabling agents to securely access Dataverse data such as customers, products, and cases, through Copilot.
Try the agent call quality survey in Dynamics 365 Customer Service
Try the agent call quality survey in Dynamics 365 Customer Service to swiftly identify and respond to any issues impacting the agent experience.